Zendesk Suite
ZendeskReviews from AWS customer
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It has it place.
What do you like best about the product?
I like that you're able to pick up a ticket and assign it to another person, even if they're in a different department.
What do you dislike about the product?
I dislike the fact that for our department, it sends the customers surveys regarding the service that we've provided. However, they do not complete the survey as instructed and will give bad ratings to an employee that had nothing to do with the issue they're upset about.
What problems is the product solving and how is that benefiting you?
Being more available to the customer.
Great Product!
What do you like best about the product?
Zendesk enables us to maintain a customer-facing solution that is economical, scalable, and well suited to our available staffing. It helps us keep the lines of communication open between technical staff and users. The interface for technical staff is easy to use and supported on multiple platforms
What do you dislike about the product?
Sometimes the Infusionsoft app loses the link. I have to Sign Out & log back in. No big deal.
Overall I don't really think there was much I did not like about the software, however we have not used any other service software to be able to compare it.
Overall I don't really think there was much I did not like about the software, however we have not used any other service software to be able to compare it.
What problems is the product solving and how is that benefiting you?
I like that it's very easy to track the history of a client and the progress of agents, it makes it very easy to manage the team.
Useful but Not Intuitive
What do you like best about the product?
I like being able to communicate internally on email threads with colleagues.
What do you dislike about the product?
Having to categorize each email takes a lot of time.
What problems is the product solving and how is that benefiting you?
The internal communication is often very helpful in solving who should solve what issue when general inquiries come in.
Recommendations to others considering the product:
If your company experiences a lot of interdepartmental email traffic, Zendesk is a useful tool to organize emails.
Zendesk , a powerful cloud customer service tool
What do you like best about the product?
its convenient , and cheap and helps a great deal in managing the tickets that are generated and also prioritizing them and is highly scalable.
What do you dislike about the product?
At times have had some sign in and sign out issues. thus , i had to logout and then had to resign in back to stay logged into the system
What problems is the product solving and how is that benefiting you?
all the issues that comes our way is casted into the ticket system and through this we are able to help resolve issues well and on time . Its a best way as zendesk helps prioritizing tasks
New to Zendesk
What do you like best about the product?
The ease of integrating it into our current system. The user friendly interface.
What do you dislike about the product?
I have not found anything that I do not like yet, but my company has just started utilizing this.
What problems is the product solving and how is that benefiting you?
We are hoping to utilize Zendesk to make our interactions with customers go smoother. So far, it is helping tremendously.
Recommendations to others considering the product:
Try it out and see if it works for you. I wish we would have sooner.
The Zen all you got!
What do you like best about the product?
It gives you all the necessary things you need to provide excellent customer support.
What do you dislike about the product?
While the product is slightly expensive, it provides great business quality.
What problems is the product solving and how is that benefiting you?
We help players with their concerns regarding account, billing, and gameplay. Using Zendesk makes our business a lot easier, accurate, and faster.
Recommendations to others considering the product:
You have all the features you need to provide excellent service with your business.
The best tool to manage help inquiries
What do you like best about the product?
The ease of use, the intuitive and friendly user interface, the configurations that can be applied
What do you dislike about the product?
The control panel for users not giving the possibility to export to CSV format the list of tickets
What problems is the product solving and how is that benefiting you?
The clients can contact us with their inquiries, should they be bugs, doubts or simple how-to questions.
Zendesk Provides Strong IT Support
What do you like best about the product?
Zendesk Help Center is a very powerful tool for our company. There are strong customization fields that we use where frequently asked questions become available in a searchable format. Zendesk Support also allows the very strong functionality with tickets. Ticket can be entered through multiple channels including chat, email, in-app support, social networking websites, telephone, and the web. We also use the outbound messaging system for all of our call center agents. We utilize the self-service portal. When tickets are entered into the system, the system allows for our agents to add notes and other vital specific information about the client.
What do you dislike about the product?
The ramp up and training on this system is a bit cumbesome. We had many of our staff complain about multiple email replies and new tickets which were somehow duped or triped for the same open case. This was solved with some additional training but it is a common complaint. We also have many cases where tickets were mislabled as far as there severity of issue.
What problems is the product solving and how is that benefiting you?
Our customer Zendesk Support has really beefed up our ability for client tickets be raised via the usual array of sources: chat, email, in-app support, social networking websites, telephone, and the web. WE are now also able to provide messaging to clients for our agents. We are now able to provide self-service portal for clients. The system allows for an open application programming interface (API). Tickets are able to be provided through all different portals including email, text, chat and phone calls. Once a ticket is entered, it is quite simple for our reps to add notes and additional information for the client.
Recommendations to others considering the product:
Be sure the API and other legacy systems are integrated. Consider several other options as there could be other solutions that offer many of the same features that integrate with legacy systems better.
Wonderful product
What do you like best about the product?
I really like the way zendesk helps us with support. It is a must -have product.
What do you dislike about the product?
There is nothing that I do not like about zendesk. It meets our needs and more.
What problems is the product solving and how is that benefiting you?
This product helps us with support tickets within our system. It takes a huge burden off of system managers.
Easy and friendly Help Desk tool
What do you like best about the product?
Easy to integrate, easy to navigate tickets and as we us on 10 brands inside the same licence, it is also manageable the ticketing separation by brand.
What do you dislike about the product?
If a customer leaves the chat, but do not close the window the chat reports counts the full time, making KPIs a bit trickier to get right.
What problems is the product solving and how is that benefiting you?
Customers can come to any of the 10 brands, request a chat, and the back end is all managed in one point and an agent can service different customers from different brands at the same time.
Recommendations to others considering the product:
Easy to implement, and quick integration
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